Charter Spectrum Support: 833-MY-SPECTRUM (833-697-7328) www.SpectrumCommunitySolutions.com
• Questions about charges and bill, say BILLING • Issues with channels or picture quality, say VIDEO REPAIR • Issues with Internet, say INTERNET PROBLEM
Each unit owner has an account number which is used to track the equipment that they have provided to you. If you have ever received a bill or statement from Charter, your account number is on that.
We have a "group" account number for Lincoln Station: 202-703546201-001.
You should probably have both account numbers available when you talk to Charter. If you don't have your account number then can usually look it up based on your unit address (e.g. 99-3 Summer Drive).
Cable TV service is included in your quarterly maintenance fee.
The TV package is Time Warner's Preferred TV package. This is the 200 channel package. The channel list can be found here.
Showtime channel - Due to content you must explicitly request activation but there is no charge
Each unit is entitled to:
One High Definition (HD) Set Top Box - This provides access to the online guide, on-demand channels, and premium channels
Two Digital TV Adaptors (DTA)
The equipment can be picked up at the Time Warner office on Tenney Mountain Highway in Plymouth. You can also have it shipped to you for a fee.
Internet service is included in your quarterly maintenance fee.
The Internet service is Time Warner's "Ultimate" (50MB down and 5MB up) service.
A Cable Modem with WiFi access point is included in the plan at no additional charge. If you need one you will have to pick it up at the Time Warner office on Tenney Mountain Highway in Plymouth (or get it shipped for a fee, call 800-833-2253). You will need the community account number (202-703546201-001) and your Lincoln Station address (e.g. 99-1 Winter Way).
The Cable Modem must be connected to a cable connection that is active. The cable connection can be used solely for the Cable Modem or it can be shared between the Cable Modem and the TV (actually the DTA, see above) using a cable splitter (something that looks likethis). If you use a cable splitter, be sure that:
the splitter is rated for 1000MHz (1GHz) (higher is ok but don't pay more for higher)
it does not have more connections than you need (each connection reduces the signal strength whether you use it or not)
if there is a output loss marking on the splitter it is not higher than 3.5dB (for a 1-to-2 splitter)
Also, make sure that any cables that you use for the TV and the Cable Modem are "RG6" not "RG59".
Our regular service is rated at 50Mbps download and 5Mbps upload. So if you see numbers around those values then your performance is probably ok. The download graph should be pretty consistent (as in this diagram). The upload graph will likely be a little less consistent. If you see numbers that are consistently below what you should be getting and it persists over an hour or two then you can call Time Warner to complain (although I suspect that there isn't much that they will do about it).
You can test your Internet speed using the Time Warner speed test. You can access it here🔗. After you run the speed test you will see a result screen that looks something like this (they periodically change exactly what it looks like).
If you do not order any additional or premium services you do not have to pay anything to Charter. All of the standard services are included in your maintenance fee. You may periodically get a statement from them, but the balance should be zero (unless you have additional/premium services).
You are welcome to order enhanced TV packages, enhanced Internet service, and phone service from Charter. You will be billed for the difference between the standard services and the additional services that you order.